CB - Loan Servicing Manager I - Commercial Term Lending

CB - Loan Servicing Manager I - Commercial Term Lending

JP Morgan Chase & Co.
5-8 years
Not Specified

Job Description

Job Description :
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its JPMorgan Chase & Co brands. JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.
Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients domestic and international financial needs. The Commercial Banking Service Center provides support nationally to our clients as well as internal Service partners for routine operational inquiries and issues.
As a Client Service Manager, you will be working in Commercial Service Center and will report to a Sr. Client Service Manager. You will be responsible for overall day-to-day management of Client Service Specialist on the Commercial Bank Client Service Phone Team. Management responsibilities include: Performance Management, Employee Development, Training and Staff Readiness. Core functional responsibilities and expectations include but are not limited to the following:
  • Observe and ensure Client calls are handled and requests/issues resolved in a timely fashion according to policy.
  • Perform QC testing of incoming calls for each employee.
  • Handle escalated issues.
  • Conduct service case analysis and update Scorecards on a monthly basis.
  • Ensure adherence to policy, procedure and regulatory expectations.
  • Ensure Business Manager Passwords are changed monthly.
  • Identify specific training needs for each CSS to further their skill set development.
  • Take incoming calls from Commercial Bank clients for account inquiries, transaction requests and account maintenance requests. In addition, handle calls from clients who opt out of their dedicated CSA's voicemail.
  • Investigate and resolve generic and complex issues.
  • Assist Client Service Analyst, Associate and Sr. Associate with inquiries on clients accounts (including follow up and escalations).
  • Must be able to efficiently utilize technology to capture and fulfill client's requests in appropriate systems.
  • Evaluate staff performance and provide feedback via informal and formal discussions monthly.
  • Ongoing Coaching and training.
  • Manage and/or escalate performance issues and work with Human Resources to properly document issues/warnings.
  • Interview and hire new CSS.
  • Manage team vacations and training to ensure sufficient coverage.
  • Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings.

  • Excellent verbal and written communication skills
  • Strong leadership and management abilities must be able to think strategically
  • Ability to build and lead effective, diverse teams
  • Ability to work in a collaborative work environment and being part of a team.
  • Planning and executing short- and long-term projects
  • Strong time management skills and ability to handle competing priorities
  • Ability to adapt to a rapidly changing business and technology environment must be a change leader
  • Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
  • Disciplined approach to managing and acting upon key reports and audits
  • Excellent judgment and decision making skills
  • Must have a strong ability to communicate clear, consistent messages via email with clients and internal partners

Required Experience and qualifications:
Bachelor's degree strongly preferred not required and 5 years equivalent work experience in customer service
  • Minimum of 2 years management experience
  • A self-starter who does not require close supervision
  • Intermediate level of PC skills including Word, Excel and PowerPoint
  • Ability to work with large data, ability analyze and present data interpretations

Job Details

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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